How EDI Partners Helped AFCAT Save Their Biggest Client Relationship

AFCAT is a growing insulation supplier that began operations in a humble storage unit. Over seven years, the company scaled significantly and eventually landed its largest client, a national insulation company with strict invoicing requirements through EDI (Electronic Data Interchange). While the partnership marked a turning point for AFCAT, it also introduced unforeseen challenges that nearly jeopardized the entire relationship.

The Challenge: Broken Systems and a Risky Relationship

When AFCAT was asked to submit invoices via EDI to their largest client, they were unfamiliar with the technology. They chose a service provider (referred to here as “a competitor”) to help implement it, but things quickly went wrong.

Invoices were being sent multiple times, creating confusion for the client and major accounting issues. Olivia Strobush, VP of Operations at AFCAT, explained:

“Our customer would get the same invoices on Monday, Tuesday and Wednesday, just in slightly different batches. It looked like we were duplicating them, but we weren’t.”

The miscommunication and technical glitches led to:

• Duplicate payments and delayed reconciliations
• Increased manual work for the client’s accounting team
• Deterioration in trust between AFCAT and their client
• Extreme internal stress and fear of losing a key account
  

“We almost lost the customer,” Olivia shared. “It would’ve been absolutely detrimental to our business.”

The Turning Point: Finding the Right Partner

Under pressure from their client’s leadership, AFCAT had just a few weeks to fix their EDI setup. Olivia and her team scoured the internet, searching for EDI consultants who were professional but also personal.

They landed on EDI Partners after speaking to several other companies. The decision came down to more than just credentials.

“Y’all were very personable and clearly knew what you were doing. You talked the talk and walked the walk.”

The Solution: From Consulting to Complete Transformation

Initially brought in for consulting, the EDI Partners’ team, led by Michelle, quickly recognized the severity of the situation. Rather than trying to repair a broken system, they recommended moving AFCAT to their Managed EDI Service.

Over the course of six weeks, Michelle and Olivia collaborated closely:

• Mapping invoice logic and business rules
• Testing and refining EDI transmissions
• Troubleshooting with rapid feedback loops
  

“Michelle was hilarious, brilliant and took the pressure off. I knew she had our back and genuinely cared about getting us to the finish line.”

The transition was smooth, transparent and, most importantly, it was effective.

The Results: Restored Trust and Reclaimed Time

AFCAT’s biggest client is now satisfied. The invoicing issues are gone, trust has been restored and Olivia is no longer worried about losing sleep or her job.

“Previously, I was pulling my hair out. Now, I don’t have to watch my back. My customer is happy and our partnership feels strong again.”

Key outcomes:

• Zero duplicate invoices
• Client satisfaction fully restored
• Freed-up time for operations leadership
• Reduced internal stress and better focus on business growth
  

Why the Right Partner Makes All the Difference

Looking back, Olivia emphasizes just how crucial the decision to switch providers was, not just to solve technical issues, but to preserve a vital customer relationship and peace of mind within the company.

“I wish we had started with EDI Partners from the beginning. It’s such a relief to have someone in our corner making sure things are done right.”

With EDI Partners, AFCAT didn’t just get a vendor; they gained a true partner who took ownership, delivered results and gave their team the confidence to move forward without fear. It was more than just fixing EDI; it was about rebuilding trust, both internally and externally.